Capacity Planning Lead - Remote

Overview

Coinbase is seeking an exceptional capacity planner to lead our forecasting and capacity planning efforts for CX operations, aiming to transform customer experience through strategic management and innovative practices.

In Short

• Build robust capacity plans and staffing models.
• Forecast, schedule, and optimize staffing across multiple consumer work streams.
• Identify and analyze areas of opportunities for process improvements.
• Create staffing scenarios for Customer Experience Operations.
• Collaborate with cross-functional teams to develop WFM strategies.
• Work with vendor partners to meet KPIs and SLAs.
• Utilize statistical methodology to analyze performance trends.
• Present findings to senior management.

Requirements

• 7+ years of experience in Workforce Management or Strategic Workforce Planning.
• Expertise in forecasting and capacity planning.
• Strong skills in spreadsheet tools like Google Sheets or Excel.
• Excellent written and verbal communication skills.
• Adaptable and flexible in a fast-paced environment.
• Able to work with large data sets to identify trends.
• Robust analytical abilities with a passion for metrics.
• Passionate about delivering a great Customer experience.

Benefits

• Competitive salary with target bonus and equity.
• Comprehensive medical, dental, and vision benefits.
• Opportunity to work in a dynamic and innovative environment.
• Collaborative work culture with high-caliber colleagues.